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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement | 41% | - Core Contact Center Configuration
|
| Deploy | 10% | - Validation and Migration
|
| Discovery | 20% | - KPIs and Success Metrics
|
| Design | 29% | - Implementation Planning
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?
- A. Custom fields capturing escalation triggers like priority or SLA breaches.
- B. Process Builder sequences defining escalation actions and notifications.
- C. Workflow Rules configured with escalation steps and case field conditions.
- D. Entitlements specifying service level agreements and associated escalation rules.
Correct Answer: D 🗳️
Explanation: Only visible for Prep4sureExam members. You can sign-up / login (it's free).
Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?
- A. Salesforce Social Studio with connectors for managing various social media and messaging platforms.
- B. Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.
- C. Custom Apex code developed to connect Salesforce with the WhatsApp Business API.
- D. Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
Correct Answer: C 🗳️
Explanation: Only visible for Prep4sureExam members. You can sign-up / login (it's free).
The release plan includes automated regression testing. What is the primary benefit of this approach?
- A. Reducing manual testing efforts and streamlining the release process.
- B. Identifying new functionalities and features introduced during development.
- C. Ensuring existing functionalities and integrations continue to function properly after updates.
- D. All of the above, offering comprehensive validation and optimizing release efficiency.
Correct Answer: D 🗳️
Explanation: Only visible for Prep4sureExam members. You can sign-up / login (it's free).
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?
- A. Reports & Dashboards
- B. Field History Tracking
- C. Einstein Discovery
- D. Process Builder
Correct Answer: A 🗳️
Explanation: Only visible for Prep4sureExam members. You can sign-up / login (it's free).
Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?
- A. Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
- B. Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
- C. Implement dynamic routing based on purchase history to connect customers with appropriate agents.
- D. Integrate with the CRM system to access customer data and personalize case handling approaches.
Correct Answer: D 🗳️
Explanation: Only visible for Prep4sureExam members. You can sign-up / login (it's free).
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